Repurchase Intentions of Money Remittance Centers’ Customers in SOCCSKSARGEN: A Structural Analysis

Abstract

The paper aimed to understand the drivers of commitment, aspects of commitment, trust, and repurchase intention of money remittance center customers on their choice of money remittance center in the selected cities of SOCCSKSARGEN. Data were gathered from 410 respondents throughout the four key cities in the SOCCSKSARGEN Region using purposive random sampling. A self-constructed questionnaire was utilized during the data gathering procedure. Using descriptive statistics, the research found that the respondents were mostly female, aged 20 to 29 years old. Employees and students comprised about eighty-five percent of the respondents. The majority were using their preferred money remittance for more than one year but less than three years, and about thirty-five percent were making a money remittance transaction once per month. The results of the regression and structural equation modeling were consistent in finding that only affective and calculative commitment had a significant influence on the repurchase intentions of customers in money remittance centers and that trust predicted all aspects of commitment. Economic, social, and resource drivers influenced customer commitment, which supported Lacey’s driver of commitment model. The results of SEM suggested the high influence of trust towards relationship quality building among money remittance center customers.